TenForce Complaint Handling provides a structured, end-to-end workflow to address customer grievances. It guides users through Planning, Capturing, Taking Action, Reporting & Analyzing, and Closing the Loop, while capturing detailed information, attaching documents, and aggregating data from multiple sources (email, website form, etc.). Tasks are assigned and tracked in real time, complaints are categorized by type and severity, and connections to nonconformance reports trigger corrective and preventive actions to drive quality improvements.

Customizable reports track throughput, lead-times, and open tickets, enabling in-depth analysis to identify recurring issues and patterns. The solution enables root-cause analysis, CAPA integration, and improved regulatory compliance, helping reduce the cost of poor quality and accelerate action planning. By integrating with other TenForce modules, it spreads the Voice of the Customer across the organization and sustains a proactive safety and quality culture.

With features designed to accelerate resolution—such as automated notifications, task assignments, and reminders—the module supports faster, compliant handling of complaints, enabling organizations to turn grievances into actionable insights and competitive advantage.

Features & Benefits

• Plan: Set clear objectives for resolving complaints, plan strategies for various types, and establish timelines and responsibilities.
• Capture customer complaints: Capture detailed information, attach documents, and collect data from multiple sources (email, website form, etc.).
• Take action: Assign tasks and track progress in real time; categorize by type/severity; connect to nonconformance reports for CAPA.
• Report & Analyze: Generate customizable reports on throughput, lead-times, and open tickets; analyze patterns to drive improvements.
• Close the loop: Confirm resolution, implement preventive measures, and maintain compliance.